Real-World Case Studies and Customer Success Stories with Helpshift

Helpshift helped Stitcher cut ticket response times by 70%. Stitcher used to spend 25 hours a month on support tickets.... With Helpshift, this dropped to just 8.5 hours. The new dashboard let agents use canned responses and unpublished FAQs. Published FAQs reduced incoming tickets by 70%. Most Stitcher users listen on mobile, so in-app support was key. Helpshift made Stitcher’s support faster and more efficient.
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Helpshift helped Social Quantum modernize player support for their mobile games. The company replaced an outdated email system with in-app... support, smart FAQs, and custom bots. This led to a 90% deflection rate and a 4.52 CSAT score. Agents resolved 1,600 tickets per month, double the industry average. Social Quantum saved $1 million in the first year and improved player retention and app store ratings.
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Helpshift’s Campaigns feature helped Playdemic boost Golf Clash’s player engagement. The first campaign saw a 20% conversion rate, with 100,000... of 500,000 players responding. Playdemic achieved a 4x increase in Facebook users. Push notifications promoted tournaments and loyalty programs. The solution improved retention and ROI, helping Golf Clash reach the iTunes App Store top 20.
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Pixelberry Studios used Helpshift to manage thousands of daily player support tickets for their hit game, “High School Story. ” By creating...FAQs and using canned responses, they cut incoming tickets by 75%. Helpshift’s search and bulk actions let their small team handle 400 tickets per agent each day, far above the industry average. The team prioritized urgent cases and kept players happy, helping the game stay highly rated and popular. Helpshift made it possible for a small support team to deliver fast, high-quality service at scale.
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Helpshift helped Nordeus automate player support for their mobile game Top Eleven. Nordeus faced up to 20,000 monthly player issues... and needed to scale support without raising costs. Helpshift's automation and bot technology enabled 73% of inquiries to be managed by bots, with 45% fully resolved without agents. Nordeus cut outsourced support costs by 40% and achieved a 94.9% user intent accuracy rate. The solution improved player satisfaction and set the stage for future automation.
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Helpshift and AppFollow helped MobilityWare boost its Apple App Store rating to 4. 8 with over 1.5 million ratings. The...company saw a 22% average increase in star rating and a 60% drop in rating downgrades. Review response time fell from 90 hours to 24 hours, a 73% improvement. Bot deflection rate rose to 95%, and support CSAT now averages 4.5. These changes increased player retention and satisfaction for MobilityWare's 28 million monthly players.
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Helpshift helped Hutch Games support over 12 million players by moving from email to in-app messaging. The new system let... Hutch Games deflect over 90% of player issues to FAQs. Time to first response dropped to under a day. The support team could focus on complex problems and share feedback with developers. Hutch Games reached a CSAT score of 4.02 and scaled support during rapid growth.
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Helpshift helped Hothead Games cut contact rates by 50%. The mobile gaming company switched from Zendesk email support to Helpshift’s... in-app customer care. Players used in-app FAQs to solve issues on their own. Monthly support issues dropped from 12,000 to 6,000. Response times improved by 104%. Customer satisfaction reached 80%. Hothead Games now manages support at scale and keeps players happy.
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Helpshift helped Halfbrick Studios support over 16 million monthly players for Fruit Ninja 2. The team replaced email-based support with... Helpshift’s in-app platform, enabling faster feedback collection and bug identification. Customer satisfaction scores rose from 3.5 to 4.47, a 28% increase. Time to first response dropped by over 40%. Nearly 80% of issues identified improved game quality. Helpshift’s automation and scalability let Halfbrick manage a pandemic-driven player surge and strengthen player relationships.
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Helpshift enabled Zynga to handle 185% more support tickets with the same staff. Zynga integrated Helpshift’s in-app messaging and knowledge... base to support 88 million monthly players. Players could get help without leaving their games, improving satisfaction and retention. Agent productivity doubled after switching to Helpshift. The new system made support faster and more efficient for Zynga’s mobile games.
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Helpshift enabled Trailmix to automate 93% of player support, cutting human response time by 32. 3%. The mobile game studio...used AI-driven workflows and Language AI to deliver support in 17 languages. Trailmix achieved a 79% FAQ deflection rate and saved $50K per year. Player satisfaction reached a 4.4 CSAT for language AI issues. Helpshift helped Trailmix scale support as their player base grew rapidly.
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Helpshift helped Trailmix automate 93% of player support tasks. The mobile game studio saw a 32.3% drop in human time... to first response and a 26.5% decrease in time to resolve. Trailmix achieved a 4.4 CSAT for issues handled by Language AI and saved $50,000 per year. The team used AI-driven workflows to support players in 17 languages, making support faster and more efficient.
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Helpshift helped SYBO, the creator of Subway Surfers, boost agent productivity by 80% and achieve a 4. 3 CSAT in...under three months. SYBO replaced email-based support with in-game messaging, raising automation to 77% and deflecting 95% of tickets. The switch led to an 86% decrease in time to first response and $333K in initial savings. Player satisfaction improved, and SYBO could handle more support requests without hiring extra agents. Helpshift’s AI and automation features made support faster and more efficient.
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Helpshift helped SYBO, the creator of Subway Surfers, boost player support. SYBO switched from Zendesk to Helpshift, integrating advanced AI... and automation. In less than three months, SYBO achieved a 95% ticket deflection rate and a 4.3 CSAT. Agent productivity rose by 80%, and Time to First Response dropped by 86%. SYBO saved $333K and improved player retention and satisfaction.
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Helpshift enabled Rovio to automate player support across 23 games in under 8 months. Rovio achieved a 91% deflection rate... and a 295% increase in automation. The company saw a 26.5% rise in CSAT, reaching 4.3, and saved $1.7 million. Helpshift’s AI and automation reduced translation costs by 60%. The switch from Zendesk to Helpshift improved in-game support and player satisfaction.
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Helpshift helped Oakever Games automate 73% of player support, cutting agent workload by 50%. FAQ deflection hit 93%, reducing ticket... volume. Time to first human response dropped by 75%. Oakever reached a 4.1 CSAT in three months. The company saved nearly $100k a year. Helpshift enabled faster, more efficient support for millions of players.
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Helpshift helped KRAFTON launch BATTLEGROUNDS MOBILE INDIA (BGMI) with strong results. KRAFTON used Helpshift’s AI and automation to handle player... support. This led to $10.6 million in total savings in one year. Agent efficiency improved by 80%. Customer satisfaction scores rose by 13%. Helpshift’s solution automated 75% of support operations, reducing the need for extra agents.
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Helpshift enabled Kixeye to migrate from Zendesk in just 12 weeks, saving over $100,000 in under six months. Kixeye achieved a... 93% FAQ deflection rate and 85% automation, letting players solve problems faster. The company saw a 40% increase in CSAT, rising from 3.2 to 4.48, and cut time to first human response by 76.8%. Helpshift’s AI features, including Language AI and Agent Copilot, improved support speed and accuracy. Player feedback praised the new support system for its convenience and fast response times.
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Helpshift enabled Kixeye to migrate from Zendesk in just 12 weeks, saving over $100,000 in under six months. Kixeye achieved a... 93% FAQ deflection rate and 85% automation, letting players solve problems faster. The switch led to a 40% increase in CSAT and a 76.8% reduction in time to first human response. Helpshift’s AI features, like Language AI and Agent Copilot, improved support speed and accuracy. Kixeye’s player support team onboarded four agents in 10 days with no disruption.
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Helpshift enabled Oakever Games to automate 73% of player support, cutting agent workload by 50%. The company improved FAQ deflection... to 93%, reducing ticket volume. Time to first human response dropped by 75%, and CSAT reached 4.1. Oakever saved nearly $100k annually and improved player satisfaction with faster, automated support.
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Helpshift's Console QR Support helped Gameloft achieve an 85% FAQ deflection rate and 53% automation rate. Gameloft faced over 65,000... player tickets monthly and needed to improve console support. The QR code feature let players move from console to mobile for support without leaving their game. This solution led to a 51.5% faster time to resolution and $1.6M in annual savings. CSAT scores saw the biggest improvement.
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Helpshift Care AI Agent helped Huuuge, a global mobile gaming leader, automate player support. The AI agent, named 'AI Betty,'... used 216 FAQ articles to solve player issues with over 90% accuracy. Huuuge saw immediate results, reducing manual workflows and improving player experience. The AI agent matched the team's tone and delivered safe, brand-aligned responses. Huuuge achieved a 4-star CSAT with Care AI Agent.
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Helpshift enabled Rovio to automate player support across 23 games in under 8 months. Rovio achieved a 91% deflection rate... and a 295% increase in automation rate. The company saw a 26.5% rise in CSAT and saved $1.7 million. Helpshift’s AI and automation tools reduced translation costs by 60%. Rovio moved from email-based Zendesk to in-game chat, improving player experience and support efficiency.
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Helpshift helped KRAFTON launch BATTLEGROUNDS MOBILE INDIA (BGMI) with strong results. KRAFTON used Helpshift’s AI and automation to handle player... support. This led to 75% automation in support operations. KRAFTON saved $10.6 million in one year. Agent efficiency improved by 80%. Customer satisfaction scores rose by 13%.
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Helpshift enabled Zynga to handle 185% more support tickets with the same staff. Zynga integrated Helpshift’s in-app messaging and knowledge... base to help players without leaving their games. This change doubled agent productivity and improved player retention. Over 88 million monthly users now get faster, more efficient support. Helpshift’s solution made Zynga’s customer service seamless and boosted engagement.
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Helpshift helped Playrix resolve over 90% of player issues through self-service. More than half of the remaining issues were handled... by bots, cutting agent workloads by over 50%. Playrix fully adopted Helpshift in less than two months. The new system improved player satisfaction, retention, and app store reviews. During the COVID-19 pandemic, Playrix scaled support easily with Helpshift’s automation.
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Helpshift helped Jam City handle 90,000 support tickets monthly while reducing ticket volume by 30%. Jam City used Helpshift’s in-game... knowledge base to deflect 90% of tickets. The company switched from email to messaging, matching player preferences. Customer satisfaction scores doubled after the change. Helpshift’s dashboard gave Jam City better business insights from customer feedback.
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Helpshift helped Kixeye migrate from Zendesk in just 12 weeks. Kixeye used Helpshift’s Custom Bots, Automations, and advanced AI features... to improve player support. They achieved a 93% FAQ deflection rate and 85% automation in six months. CSAT rose by 40%, and Time to First Human Response dropped by 76.8%. Kixeye saved over $100,000 in under six months.
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Helpshift Language AI helped Huuuge deliver 24/7 multilingual support to over 1 million monthly users. Huuuge faced high costs and... slow response times with manual translation tools. With Helpshift, agents now support 36 languages and handle 75% of issues through messaging. Huuuge achieved a 79% deflection rate, 21.3% reduction in time to first response, and improved CSAT to 3.9 overall and 4.8 for VIP issues. Automation freed agents for strategic work and boosted retention and revenue.
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Helpshift helped SYBO improve player support for Subway Surfers. SYBO switched from email-based Zendesk support to Helpshift’s in-game AI and... automation. They achieved a 4.3 CSAT score and a 77% automation rate in under three months. Agent productivity increased by 80%. Time to first reply dropped by 86%. SYBO now supports over 150 million monthly players with a 95% deflection rate.
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Helpshift helps Bytro Labs manage 17,000 support tickets each month with just 2. 5 agents. Bytro Labs uses AI and...automation to handle 99% of support issues. The team set up self-service tools and automated answers to reduce agent workload. They implemented the system in 20 days. This approach improved efficiency and allowed agents to focus on complex problems.
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Helpshift helped AIDIS support Critter Crew, a global match-3 puzzle game. AIDIS needed multilingual support and cost optimization for their... large user base. Helpshift enabled 90% FAQ deflection and 96% automation, letting players resolve simple issues on their own. The setup took about 1 to 1.5 months. AIDIS achieved a 4.5 CSAT score and could focus staff on complex problems.
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Helpshift helped Trailmix build a scalable player support system for their mobile games. Trailmix used Helpshift’s AI-driven workflows and Language... AI to automate support in 17 languages. They achieved a 93% automation rate, a 79% FAQ deflection rate, and reduced human time to first response by 32.3%. Time to resolve dropped by 26.5%. Player satisfaction reached a 4.4 CSAT for issues via Language AI and 4.36 CSAT overall. Trailmix saved $50,000 per year with Helpshift.
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